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Telerx Marketing Inc dba C3i Solutions Associate Product Manager in Pittsburgh, Pennsylvania

Reference #: 4159077Associate Product ManagerPennsylvania4.5-8 YearsUSASR NumberHCLI/C3I/2021/1390770Job Description (Posting).FLSA Status: Non-Exempt Level I Approval: (Director, Vice President or Senior Vice President)Signature: Approval Date:Job Title: Analyst - Help Desk Business Unit: Infrastructure Department: Service Desk Operations Job Summary The Analyst - Help Desk is responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Analyst - Help Desk role. All Analyst - Help Desk's are subject to shift changes to adapt to the business needs of the Service Desk.Principal Responsibilities: (Essential Function):? Shift Scheduleso Adhere strictly to shift schedule. Timeliness a key requirement.o Flexibility to changes in shift schedules, as dictated by Management is required? Call Handlingo Provide comprehensive technical support services to support center customerso Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.o Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact. o Use all available Knowledge Management Tool during the callo Take all necessary steps to ensure customer satisfaction at the end of the call? Call Loggingo Create and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call logging componentso Confirm and update customer profile information as needed? Escalationo Promptly notify management of any potentially andquot;dissatisfiedandquot; customerso Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention? Open Callso Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.? Knowledge and Standardso Proactively seek and possess business acumen for all clients supportedo Maintain technical proficiency in all applications utilized by clients supported o Participate in all company organized training events o Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channelo Organize and utilize all support resources provided including emails, documentation, contact lists, etc.? Other taskso Perform customer support related tasks and special projects as assigned by managemento Liaise as necessary interdepartmentally to seek resolutions to all issues reportedo Participate in client events, as appropriate (resource on site, client training, etc.)Job RequirementsEducation/Experience? High School Diploma or equivalent required ? Microsoft Certified Professional certification preferred? Minimum of 6-12 months of prevQualificationDiplomaSkill (Primary)Project Management Skills (APPS)-Project Management-Incident ManagementEntityINFRANo. of Positions1Employee GroupBusiness Line FTAuto req ID768420BRCityPitsburghC3i Solutions is an Equal Opportunity Employer - EOE, M/F, D/V